Covid insurance claim rejected

kaMelo

iambinksy said:

Thanks for the replies, I do have Premier cover.

This is the very confusing issue, I was unable to arrive at my departure point due to isolating. I read this as though I was unable to travel to my departure point in the UK, due to this being either illegal or against medical advice. 

I certainly can't use public transport (the flight) whilst awaiting test results. 

I also think the negative test not being covered is contrary to the spirit of Covid insurance, maybe they expect my to lie and not declare any symptoms on departure.

There is no testing at the departure point when returning from Spain (or AFAIK any country) - most countries require a negative PCR test prior to arriving at the airport.

In any case, do I have any claim to say the wording is unclear and may appear misleading?

I think the headline "Covid19 Cover" could lead people into a false sense of security considering the very prescriptive nature of that cover, whether it's misleading is open to interpretation.

Going through the points cover is only in place if you're isolating because of a positive test within 14 days of outward bound departure. For cover to apply to in any other circumstance you would need to arrive at your departure point on time. Once there then other cover comes into force such as waiting for test results. This does seem to go against the spirit of what you should do, essentially they are saying for cover to apply you need to turn up on time unless you've tested positive within fourteen days.

Return trips are covered under curtailment so different cover applies depending upon the circumstance of that curtailment.

k3lvc

iambinksy said:

In any case, do I have any claim to say the wording is unclear and may appear misleading?

IMHO no - because it's easy to see (albeit by omission) what's included/not included - it clearly states that if you're quarantined in resort your covered yet makes no mention of quarantined at home (presumably what you consider your situation to be)

Unfortunately you've fallen through the cracks, whether they're intentional or otherwise, and have lost in the gamble to travel whist the virus/testing etc remain

Sandtree

kaMelo said:

Sandtree said:

kaMelo said:

iambinksy said:

kaMelo said:

Reading the outline of their Covid19 cover;




Which one of those conditions do you/family member fit into?

Hi kaMelo,

The last bullet point has more information on the very confusing policy documentation:

"If You cancel the Trip due to unforeseen illness or injury You must provide a medical certificate from the treating Medical Practitioner stating that this prevented You from travelling.

If Your claim relates to cancellation or curtailment of Your trip due to illness, arising from Coronavirus (Covid-19), we will require written evidence that you received a positive test result within 14 days of Your departure date. Written proof of a positive test is also required if Your claim relates to (Covid-19) of a Close Relative or any person with whom You have arranged to travel or stay with during the Trip."

My daughter and I eventually got our negative test results 28 hours or so after we were due to depart.

According to the terms as you tested negative then cover is provided as long as:

Missed departure or other delays while waiting for late test results (Standard and Premier levels of cover only, you must arrive at your departure point within the time stated, and the testing is to take place at your departure point).


If you didn't arrive at your departure point on time and have the tests done there then unfortunately it would appear as you're not covered.

This coverage, which I dont think the OP has anyway with their particular policy, sounds more to me like a coverage for people needing a test to go to their destination country and it not coming through on time rather than people with symptoms... anyone claiming to have symptoms shouldn't be going to the departure point but isolating. 

Whilst I don't disagree with what you've said, the terms make no reference to symptoms whatsoever. They do specify when cover applies however and for the cover to apply when you have a negative result:

you must arrive at your departure point within the time stated, and the testing is to take place at your departure point


I don't understand how that can possibly work either however these are the terms agreed to when the policy was taken out.

It does work if you consider it, for example, an antigen or LAMP test to go to your destination within 72 hours of departure... you book the test at LHR, turn up on time but there is a problem with the test centre and the results take 6 hours not the normal 2 hours for a LAMP tests. You therefore miss your flight as the airline won't allow you to board without the negative test result. 

In that scenario the policy will react because you got there with time and its beyond your control that the result was delayed. Not 100% sure why they are limiting it to test results for tests done at the airport other than maybe thinking airports are going to be less cowboy in nature than some of the hundreds of companies that have sprung up to service this requirement in recent months.

I cannot actually find the wording in relation to this actually in the current policy books either but thats by the by

sheramber

 You didn't have a delayed test result as you only did it on Saturday morning, the day you were due to fly.

There is no cover in the policy for having to isolate- some policies do provide that cover

  
Some people have reported testing available at airports.

e.g.
Edinburgh airport have lateral flow and PCR testing on site. You can arrive at the airport and do a test (booked in advance)   with the result available in 20 minutes for the lateral flow test. If they missed their departure due to the resit being late then they would be covered under the PO policy.

kaMelo

Sandtree said:

kaMelo said:

Sandtree said:

kaMelo said:

iambinksy said:

kaMelo said:

Reading the outline of their Covid19 cover;




Which one of those conditions do you/family member fit into?

Hi kaMelo,

The last bullet point has more information on the very confusing policy documentation:

"If You cancel the Trip due to unforeseen illness or injury You must provide a medical certificate from the treating Medical Practitioner stating that this prevented You from travelling.

If Your claim relates to cancellation or curtailment of Your trip due to illness, arising from Coronavirus (Covid-19), we will require written evidence that you received a positive test result within 14 days of Your departure date. Written proof of a positive test is also required if Your claim relates to (Covid-19) of a Close Relative or any person with whom You have arranged to travel or stay with during the Trip."

My daughter and I eventually got our negative test results 28 hours or so after we were due to depart.

According to the terms as you tested negative then cover is provided as long as:

Missed departure or other delays while waiting for late test results (Standard and Premier levels of cover only, you must arrive at your departure point within the time stated, and the testing is to take place at your departure point).


If you didn't arrive at your departure point on time and have the tests done there then unfortunately it would appear as you're not covered.

This coverage, which I dont think the OP has anyway with their particular policy, sounds more to me like a coverage for people needing a test to go to their destination country and it not coming through on time rather than people with symptoms... anyone claiming to have symptoms shouldn't be going to the departure point but isolating. 

Whilst I don't disagree with what you've said, the terms make no reference to symptoms whatsoever. They do specify when cover applies however and for the cover to apply when you have a negative result:

you must arrive at your departure point within the time stated, and the testing is to take place at your departure point


I don't understand how that can possibly work either however these are the terms agreed to when the policy was taken out.

It does work if you consider it, for example, an antigen or LAMP test to go to your destination within 72 hours of departure... you book the test at LHR, turn up on time but there is a problem with the test centre and the results take 6 hours not the normal 2 hours for a LAMP tests. You therefore miss your flight as the airline won't allow you to board without the negative test result. 

In that scenario the policy will react because you got there with time and its beyond your control that the result was delayed. Not 100% sure why they are limiting it to test results for tests done at the airport other than maybe thinking airports are going to be less cowboy in nature than some of the hundreds of companies that have sprung up to service this requirement in recent months.

I cannot actually find the wording in relation to this actually in the current policy books either but thats by the by

Laid out like that it make a lot more sense overall now.
The requirement is there to possibly limit cover to those who genuinely want to go but are prevented by such a delayed test result. If they covered any missed departure due to isolating waiting for a test result then they would be liable for many more people including those who were simply disinclined to travel so took a test at the right moment for that to work.

iambinksy

Thank you for all your responses.

We never had any intention to test prior to departing England, as per the guidelines. We don't need to take a test upon arriving in Spain either as the adults are double vaccinated with passports and children under age.

I know these requirements are different depending on country and may change, hence the wording in the policy, but I thought it was important context.


From the Department of Transport website'

"You should not travel if you:

• are experiencing any COVID-19 symptoms or have in the last 7 days, even if your symptoms are mild
• are self-isolating as a result of COVID-19 symptoms
• are sharing a household or support bubble with somebody who has experienced COVID-19 symptoms in the past 10 days"

As someone mentioned, I have fallen between the cracks of coverage. I can't help but think of all the other irresponsible people who when encountered with my situation chose to travel instead.

Sandtree

iambinksy said:

As someone mentioned, I have fallen between the cracks of coverage. I can't help but think of all the other irresponsible people who when encountered with my situation chose to travel instead.

I'm not convinced its a crack as much as an intentional gap... were it to cover self isolation that ultimately proves unnecessary but too late to travel, then if you have a barny with the Mrs the night before and dont want to travel any more or your mate invites you to his stag do thats in the middle of your holiday etc you could easily claim you had a new cough and a temp the night before and no time to get a set done before departure. 

Ultimately you have nothing to lose with registering a complaint and could argue the wording was complex or that this whole thing of testing at the airport was frustrated as you were instructed to isolate and so couldn't go to the airport to have the test etc but your expectations of winning should probably be low.

sheramber

Their would need to be some proof of the requirement to isolate.

e.g. Staysure  cover you if you have been told  to self isolate by Test and Trace.

I don't think any insurance will cover for self isolating and then proving negative.

 A hazard of booking a holiday abroad at present.